Terms & Conditions
Last Updated: 29/01/2026
1. Introduction
These Terms & Conditions govern the provision of cleaning services by Pearl Casa Cleaning (ABN: 57371345742) (“we,” “us,” “our”) to you (“client,” “you,” “your”). By booking or using our services, you agree to be bound by these Terms & Conditions.
2. Services Provided
We provide professional residential and light commercial cleaning services, including:
• Standard Cleaning
• Deep / Spring Cleaning
• Move-In / Move-Out (Bond) Cleaning
• Custom Cleans and Add-On Services
Service descriptions, pricing, and optional add-ons are outlined on our website and may be updated periodically.
3. Booking & Scheduling
• Bookings can be made via our website form, phone, or text message.
• Quotes are based on the information you provide and may change if property conditions differ on arrival.
• Service timeframes are estimates only and may vary.
• We operate Monday to Friday, 9:00am – 2:00pm.
• We reserve the right to decline any booking at our discretion.
4. Payment Terms
• Payment is required either in advance, immediately upon completion, or within 24 hours if invoiced.
• Invoices must be paid within 24 hours of issue.
• Accepted payment methods: bank transfer, card payment (Visa, Mastercard). Cash payments may be accepted by prior arrangement.
• All prices are in AUD and include GST where applicable.
• Quotes are valid for 30 days unless stated otherwise.
• Additional charges may apply if property conditions differ significantly from those disclosed at booking.
• Custom / Add-On Services: Custom cleans may be charged hourly with a minimum fee of $100. Final pricing will be confirmed after reviewing your property and requested tasks.
4.1 Late Payments
• Accounts not paid within 24 hours are considered overdue.
• A $25 late payment administration fee may be applied.
• Ongoing non-payment may result in suspension of future services.
• We may engage a debt recovery service for overdue accounts, and reasonable recovery costs may be passed on where permitted by law.
5. Cancellations, Rescheduling & Call-Out Fees
Client Cancellations:
• More than 48 hours’ notice: Full refund
• 24–48 hours’ notice: 50% refund
• Less than 24 hours’ notice or no-show: No refund
Rescheduling:
• Must be requested at least 48 hours in advance
• Subject to availability
Call-Out Fees / Refusal of Service: We reserve the right to refuse or stop service if:
• We cannot safely access the property
• Pets are unsecured or pose a safety risk
• You or anyone on site behaves aggressively, abusively, or makes our team feel unsafe
• Conditions differ significantly from what was disclosed at booking
In these cases, a $100 call-out fee may apply.
6. Access to Property
• You must provide clear access to the property at the scheduled time.
• If we cannot access the property, this will be treated as a client cancellation with no refund.
• Keys, access codes, and alarm codes must be provided in advance and will be handled with care.
7. Client Responsibilities
Before Service:
• Remove clutter, valuables, and personal items from areas to be cleaned
• Secure or confine pets; we will not enter if pets are unsecured or pose a safety risk
• Disclose hazards, fragile items, or areas of concern
• Ensure water and electricity are functional
• Accurately represent the condition of your property
Property Condition:
• We do not service properties with pest infestations, biohazards, mold (beyond normal cleaning), or hoarding conditions
• If undisclosed conditions make the property unsuitable, we may decline service without refund
• Misrepresentation of property condition may result in forfeiture of payment
8. Liability & Limitations
General Liability:
• We take care to protect your property during service
• We are not liable for damage to items that are already broken, damaged, or improperly installed
• We are not responsible for pre-existing stains, damage, or wear that cannot be removed through standard cleaning methods
Restoration & Hard Water Disclaimer:
• For restoration services, we use professional techniques and products to address hard water staining, buildup, and tough grime
• Some stains or damage may be permanent; we guarantee significant improvement, not perfection
• We do not repair or replace silicone, caulking, or pre-existing damage
Damage Claims:
• All claims must be reported within 24 hours of service completion with photographic evidence
• We will investigate and take reasonable action, including repair, replacement, or compensation
• Maximum liability for any single claim: $2,000 AUD
Exclusions:
• We are not liable for indirect, consequential, or incidental losses
• We are not responsible for loss or damage to items not disclosed or not reasonably visible
9. Satisfaction & Complaints
• We aim for complete satisfaction with every service
• Complaints must be made within 24 hours of service completion
• We will reasonably address legitimate concerns, which may include a re-clean of specific areas (subject to availability)
• Complaints after 24 hours may not be eligible for resolution
10. Australian Consumer Law (ACL)
Nothing in these Terms limits or modifies your statutory rights under the ACL or other applicable laws.
Under the ACL, we guarantee that:
• Our services are provided with due care and skill
• Services are fit for any specified purpose
• Services are delivered within a reasonable time
Remedies under ACL may include repair, replacement, refund, or compensation.
11. Privacy & Marketing
• We collect and handle personal information according to our Privacy Policy
• By booking our services, you consent to collection, use, and disclosure as described in our Privacy Policy
• We may request permission to photograph your property for marketing purposes. You may opt-out at any time by contacting us
12. Changes to Terms
• We may update these Terms at any time
• Updates are effective immediately upon posting on our website
• Your continued use of services constitutes acceptance of the updated Terms
13. Governing Law
• These Terms are governed by the laws of Queensland, Australia
• Any disputes will fall under the exclusive jurisdiction of Queensland courts
14. Contact Us
Pearl Casa Cleaning
Phone: 0491 272 033
Email: contact@pearlcasacleaning.com
ABN: 57371345742